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Business Support, Customer Service

Company: Jones Lange Lasalle Inc.
Location: Hanford
Posted on: January 10, 2022

Job Description:

About JLL -
We're JLL-a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!
Job Responsibilities:
The following duties are typical for this classification. Incumbents may not perform all the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices:


  • Maintains a positive, empathetic, and professional attitude toward customers always.
  • Responds promptly to customer inquiries.
  • Communicates with customers through various channels.
  • Acknowledge and resolve customer complaints.
  • Answers telephones and directs the caller to the appropriate hospital department or voicemail service or patient/patient room.
  • Maintains accurate updated hospital phone lists.
  • Responds and follows through on requests for information, including completing research using available resources provided.
  • Ability to communicate with all levels of the hospital system with minimal supervision.
  • Maintain vigilant awareness of client requirements for Confidentiality and Privacy of patients
  • Ability to identify and escalate priority issues as needed.
  • Ability to identify areas of enhanced services opportunities.
  • Be willing and able to utilize skill/knowledge to suggest improvements for the role and team, including providing feedback on the efficiency of the customer service process.
  • Complete all assigned callbacks.
  • Continually monitor telephone queue time data to maximize productivity.
  • Adhere to the business unit specified client-driven standards.
  • Complete data entry using multiple work request applications, including records of customer interactions, transactions, comments, and complaints.
  • Assist with the collection of data needed for creating fair and balanced staffing schedules.
  • Provides direction and support for PBX Customer Support staff on complex events and escalates issues to the correct leaders in a timely manner.
  • Schedules and provides organized succinct onboarding for new employees. Ensuring appropriate documentation of task completion.
  • Routinely inventory and reorder PBX supplies in a timely manner.
  • Coordinate with Emergency Manager on routine status reporting to staff performance
  • Ensures distribution of communications to promote team cohesion and effectiveness.

    Knowledge, Skills, and Abilities:
    Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
    Education:

    • A High School diploma is required.
    • Some college coursework or equivalent combination of experience and education is preferred.
    • Familiarity with hospital or healthcare system and routines a plus.

      Years of relevant experience:
      3 or more years' experience in a customer support role required; that experience is specifically with operator, reception, call center, or sales phone skills and Ideally includes supervisory or mentoring experience.
      Career Banding Requirements
      B1: Minimum of 1 year of applicable working experience in Reception, Customer Service, or Client facing aspects.
      B2-B3: Minimum of 1+ to 3 years of applicable working experience in Reception, Customer Service, or Client facing aspects.
      B4: Minimum of 3+ to 5 years of applicable working experience in Reception, Customer Service, or Client facing aspects

      • Strong interpersonal and conflict resolution abilities.
      • Strong organizational skills and collaborative work style
      • Effective and accurate written, verbal, and communication skills.
      • Ability to maintain professionalism at all times under stressful situations
      • Ability to plan and manage work under time constraints
      • Ability to multitask and work without direct supervision
      • Knowledge of Microsoft Office and Computerized Management System (CMMS) database applications is required.
      • Knowledge of hospital/facilities management, clinical engineering, and/or regulatory standards is ideal.

        Certifications/Licenses:
        Possession of, or ability to obtain, an appropriate, valid state-sponsored driver's license.
        Physical Work Requirements:
        The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
        Environment: Office environment.
        Physical: Sufficient physical ability to work in an office setting and operate office equipment; to perform light to moderate lifting and carrying; standing, walking, or sitting for prolonged periods of time; mobility to move about in an office location.
        Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents.
        Hearing: Hear in the normal audio range with or without correction.
        Language: Ability to verbally communicate effectively in English, bilingual preferred.
        Working Conditions:
        Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.
        Work primarily occurs in an office. Some work may be considered stressful when working with the public during stressful situations.
        Work Schedules:
        PBX Customer Support Lead is a full-time hourly role that may require flexibility to respond to variable shifts. This includes weekends. Occasional overtime may be requested to respond to staffing needs. Standard shift for lead is 8am to 4:30pm but may work variable shifts depending on the clients and department needs. Scheduled work days are shared between both sites (Hanford and Tulare).
        Required Travel:
        This role is required to travel regularly within the assigned network (Hanford and Tulare) and for meetings or assignments.
        Employment Requirements:
        Be able and willing to successfully clear JLL pre-employment processes that could include a 10-panel drug screen, alcohol screen, and criminal background screen.
        The client being a health care provider subject to federal Joint Commission guidelines, most roles on the account hold immunization requirements as a part of new hire onboarding. This could include proof of immunization, the ability to obtain immunizations, or meeting client requirements for declination of immunizations.
        What you can expect from us
        We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
        Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
        We can't wait to see where your ambitions take you at JLL. Apply today!
        JLL Privacy Notice
        Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
        For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
        For additional details please see our career site pages for each country.
        For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.
        This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.
        Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at AccomodationRequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
        Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
        Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
        Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
        California Residents only
        If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
        Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
        Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Keywords: Jones Lange Lasalle Inc., Hanford , Business Support, Customer Service, Hospitality & Tourism , Hanford, California

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